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Enrollment/Success Coach Trainer

Community: Blackboard Student Success
Location: United States
Date Posted: Sep 16, 2021
Remote: Yes
Travel Requirements: None

Job Description


Enrollment/Success Coach Trainer

Remote – US



The Opportunity:

We’re looking for an Enrollment/Success Coach Trainer to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.   



At Blackboard, we believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices, but who we are as a company.



For more information about Blackboard Inc. and our career opportunities, please visit  



The Blackboard Enrollment Operations Team is focused on serving as a seamless extension of our higher education clients. Our Enrollment Coaches partner with our higher education clients to provide an exceptional first impression, to build rapport with students, and to nurture them as they make the life-changing decision to attend college. Our goal is to build a better education experience for everyone by extending our world class coaches to meet the growing demands of learners. This position supports playing an integral role in training our Enrollment Coaches to deliver world class, consultative coaching services directly to students of the world’s most progressive colleges and universities and ensures success of the organization.



A successful candidate will facilitate training sessions, coordinate training design and development, and assist with training evaluation. In addition, the candidate will assist with performing quality and coaching functions for employees during training and post-training and identify training needs through a variety of methods and partner with the Enrollment Operations Manager to create appropriate training programs that enhance employee skills.




Primary responsibilities will include:


Training design and delivery: 

  • Establishing the tone with new employees in terms of culture, consultative sales techniques, continuous learning, corporate citizenship, and service excellence. New hire training should not only teach the employees how to succeed in their role, but it should also get them excited about their new job
  • Conducting virtual training sessions, as well as smaller informal sessions with Enrollment Coaches
  • Analyzing data gathered from new hire surveys to determine updates needed for current training curriculum
  • Assisting with monitoring, evaluating, and recording training activities, outcomes, and effectiveness
  • Setting proper expectations in terms of trainee engagement, participation, and attendance and managing each accordingly



Training materials:

  • Partnering with Learning Architecture to develop teaching aids such as training handouts, demonstration models, visual aids, computer tutorials, and reference materials
  • Auditing the customer service Knowledge Base for changes and updates and educating employees to these changes
  • Responding to employee requests for developed training materials to perform their jobs effectively



Call reviews: 

  • Calibrating with cross functional teams on how the calls and interactions need to be handled
  • Observing and evaluating calls, using a standard evaluation form, by auditing calls in progress, or recordings and multi-channel contacts
  • Providing recommendations to Operations Manager regarding process improvements or recommended trainings to improve the quality of service
  • Utilizing available customer satisfaction survey tools, analyzing results, and reporting Enrollment Coach performance



The Candidate: 

Required skills/qualifications:

  • Bachelor’s degree or equivalent experience
  • 2+ years of prior relevant experience
  • Skilled at facilitating training groups ranging in size from 5-30 participants
  • Excellent oral and written communication skills
  • Knowledge of principles and methods for training design and facilitation
  • Ability to offer feedback in a productive and constructive manner
  • Experience creating documents using Microsoft Office Suite and Adobe Products
  • Extensive soft skills and customer service skills



Preferred skills/qualifications:

  • Prior experience in a remote contact center environment 
  • Working knowledge of consultative sales 
  • Previous experience in the education industry and with e-learning & LMS technologies 
  • Working knowledge of Uptivity or other quality monitoring systems



This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.  

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.



This position is not available for candidates residing in the following states: CO, CA, MA





Req ID: 523

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